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Air NZ Coffee


Design of the hugely successful coffee ordering service present in the Air NZ Mobile App, and in self-service kiosks in the Koru Lounges. This project encompassed designing solutions for both customers and internal staff, which involved close collaboration with both audiences in order to create a cohesive and coherant experience for all.

Role
Responsibilities

Design Lead
Research & analysis
Conceptual design
UX design
UI design
User testing
Animation





The Opportunity

Ordering coffee in the busy Koru Lounges was becoming a problem due to an outdated paper based ordering system and a lack of understanding from customers as to when their order would be ready. The experience was ripe for re-invention and digitalization. 

The Approach

This project sought to address three key challenges:

1.

Create a more streamlined process for both the baristas and customers by moving from a physical, card-based ordering system to a digital one.

2.

Eliminate the long queues and general congestion around the point of ordering.

3.

Decrease wastage due to customers not knowing when their order was ready and therefore not collecting it, and to allow lounge staff to report on this.

Scanning into the lounge using a digital or paper boarding pass unlocks the ordering functionality inside the Air NZ App. Customers can then settle in, order their regular from the comfort of their own seat and wait to receive a notification when it is ready for pick up.

For those customers without the app, this functionality is also available via the built-in kiosks present at the barista stations in the lounges.

Multiple lounge visits were conducted to observe and fully understand the problem space from both a staff and customer perspective, uncovering a messy ordering system, awkward order handling process and congested pick up area.

While designing and developing the new service flow, a barista station (complete with working coffee machine and professional barista) was set up in the studio to simulate the service flow and test the usability of both the customer and barista interfaces.

Rather than create a utilitarian, list-based ordering process from which customers can choose their beverage, we created an engaging, animated experience allowing them to create their order in a surprising and delightful way.








The Outcome

This initiative has been hugely successful for the company with millions of coffees (and counting) served via the apps, as well as becoming a great talking point on social media and beyond on first release.


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